As the cost of living crisis deepens we are seeing a worrying increase in abuse towards those working on the front line of customer service. In fact to such an extent that according to the latest research by the Institute of Customer Service, two in five customer service workers are questioning whether they can continue in their roles. This presents a serious threat to the UK’s essential service provision.
Rising energy prices (77%) and increased cost of living (50%) are reported to be key triggers for the increase in verbal and physical abusive behaviour. New research of over 1,244 customer facing staff conducted by the Institute of Customer Service as part of its ‘Service with Respect’ campaign has revealed a number of shocking statistics.
Nearly half (45%) of frontline service staff have experienced hostility from customers in the past six months. This is a rise of 10 percentage points since February this year.
Over a third (34%) of those surveyed thinking that their role will become more challenging in the next six months.
Just under a third (31%) of service workers report instances of abuse as becoming more aggressive in the last six months.
Over half (54%) experiencing verbal abuse including swearing (56%) and shouting (72%).
Over a quarter (27%) had experienced physical abuse. This included being pushed (64%), punched (36%), spat at (31%) and kicked (18%).
Jo Causon, CEO of Institute of Customer Service states that “As a nation, we are experiencing a great degree of anxiety and frustration as the soaring cost of living adds stress and uncertainty to our daily lives. But this does not excuse abuse towards customer-facing staff.
Ms Causon goes on to say that “In many cases customer service colleagues are facing the very same challenges as the people they are trying to help. As organisations we should be concerned at how many are considering leaving their role given just how important customer service is to the economy and our wider society.’’
Legislation meaning tougher sentencing for people who commit assaults ‘against a person providing a public service, performing a public duty or providing services to the public’ was brought in earlier this year. However despite this new law, cases of abuse are still on the increase. Of those surveyed, nearly half (47%) were aware of the change in law, but actual awareness amongst customers is likely to be much lower.
The Institute, along with over 210 organisations and parliamentary champions from across the political spectrum, will continue to champion its Service with Respect campaign, to ensure customer service staff receive the respect they deserve.
As the Queen of Customer Service I also wholeheartedly support the Institute in its work and you can find out more on its website.
The findings of the Institute of Customer Service are backed up by additional research by the Retail Trust. The Trust has joined forces with Foot Anstey’s retail and consumer team on an initiative to support retailers in their efforts to foster safer working environments for their employees. They will be releasing more information about their own campaign in the coming weeks but the key statistics were revealed exclusively on the 26th October in a report by Chris Choi on ITV Evening News.
Enough is enough. We need to be better customers in these ongoing difficult times not worse. I’ve collated my ideas as to how you can be a good customer and improve your own customer service experience in the process in this blog post
Are the golden days of happy customer service a thing of the past? What are your thoughts on the findings of the latest research? Do you think you’re a good customer?
